1 using the action planning site judy soltis education manager january 5, 2009
TRANSCRIPT
1
Using the Action Planning Site
Judy SoltisEducation Manager
January 5, 2009
Cummins Alert TypesAlert 1 - Detractor Alert
– Sent when the customer answers less than or equal to 6 to the question: “Based on your recent Service (or Parts) experience, how likely are you to recommend Distributor Name to your friends and
colleagues?"
Alert 2 - Promoter Alert– Sent when the customer answers greater than or equal to 9 to the question:
"Based on your recent Service (or Parts) experience, how likely are you to recommend Distributor Name to your friends and colleagues?"
AND
– "Yes" to the question: “Would you like someone from Distributor Name to call you to understand your inputs and any further needs you may have?”
Alert 3 - Passive Alert– Sent when the customer answers 7 or 8 to the question:
"Based on your recent Service (or Parts) experience, how likely are you to recommend Distributor Name to your friends and colleagues?"
AND – "Yes" to the question:
“Would you like someone from Distributor Name to call you to understand your inputs and any further needs you may have?”
Link to Customer’s Survey Response
Link to Customer’s Survey Response
Alerts are Triggered and Pushed to You Via Email
View Survey
4
Using the Satmetrix Action Planning Site
to:
• Record Actions Taken During Follow-up
• Assign/Tracking follow-up by others
• Identify Root Causes of issues
Click to log in
http://www.satmetrix.com
Accessing The Action Planning Site – from the Main Reporting Site
Click on Action Planning
Click on Action Planning Report Site
.
OR Search for the alert using “Survey Reference Number” or “Customer Contact Name” (etc)
Action TrackingCustomer Search Functionality
Identify Type of Alert
Press the ! Symbol. This will show the customer records in the pane to
the right
Action TrackingView Detailed Customer Records
Press EDIT and the action planning box will
show beneath
Action TrackingView Action Planning Fields
Action Planning fields appear to be completed.When complete, hit APPLY
Action Planning Fields – Steps to Update
Step 1. Enter Team Member Assigned
Email Address
Step 3. Enter “Copy To”
(Email address of others)
Step 5. Enter Introductory
text/instructions for Forwarded Action
Plan
Step 2. Enter Team Member Assigned Date
Step 4. Check box for “Forward this Action Plan”
Step 6. Enter a Description of any action(s) taken/to be
taken with customer
Step 7. Enter What made your
experience a good one (Promoters only)
Step 8. Enter What Can we Improve on? (All)
Action Planning Fields – Steps to Update (Continued)
Step 9. Enter Positive Outcomes
of follow-up
Step 11. Enter Description of Parts/Services
offered/declined
Step 13. Enter Message text for
SOS / 6Sigma Team
Step 10. Identify If any additional
parts/services offered (yes, no, NA)
Step 16. Enter “Communication” Root
Cause Description
Step 12. Check with team to forward
suggestion
Step 14. Identify If “Communication” was a
major root cause
Step 15. Identify “Communication” sub root causes
Action Planning Fields – Steps to Update (Continued)
Step 19. Enter Timeliness Root Cause Description
Step 17. Identify If “Timeliness” was a
major root cause
Step 18. Identify “Timeliness” sub
root causes
Step 22. Enter “Price/Cost” Root Cause Description
Step 20. Identify If “Price/Cost” was a major root cause
Step 21. Identify “Price/Cost” sub
root causes
Action Planning Fields – Steps to Update (Continued)
Step 25. Enter Invoice/Billing Issues Root
Cause Description
Step 23. Identify If “Invoice/Billing Issues” was a major root cause
Step 24. Identify “Invoice/Billing
Issues” sub root causes
Step 28. Enter “Facilities” Root Cause Description
Step 26. Identify If “Facilities” was a major
root causeStep 27. Identify
“Facilities” sub root causes
Action Planning Fields – Steps to Update (Continued)
Step 31. Enter “Parts” Root Cause Description
Step 29. Identify If “Parts” was a major
root cause
Step 30. Identify “Parts” sub root
causes
Step 34. Enter “Shipping & Delivery” Root Cause
Description
Step 32. Identify If “Shipping & Delivery (Parts Only)” was a
major root causeStep 33. Identify
“Shipping & Delivery” sub root
causes
Action Planning Fields – Steps to Update (Continued)
Step 37. Enter “Repair Quality” Root Cause
Description
Step 35. Identify If “Repair Quality
(Service Only)” was a major root cause
Step 36. Identify “Repair Quality” sub
root causes
Step 40. Enter “Product Quality” Root Cause
Description
Step 38. Identify If “Product Quality”
(Service Only)” was a major root causeStep 39. Identify
“Product Quality” sub root causes
Step 42. Enter “Other” Root Cause Description
Step 41. Identify if there was an
“Other” major root cause
Action Planning Fields – Steps to Update (Continued)
Step 45. Identify “If “Complimentary to Person”
Step 43. Identify If “Complimentary to
Distributor”Step 44. Enter
“Complimentary Distributor
Description”
Step 49. Identify if “Follow-up is Complete”
Step 47. Identify “If Complimentary to
Product”
Step 46. Enter “Complimentary
Person Description”
Step 50. Hit “APPLY”
Step 48. Enter “Complimentary
Product Description”
18
Demo
19
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